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Customer story

Managing customer satisfaction as close to the front line as possible

How INTERSPORT aligns stores and regions through simple routines, and turns customer feedback into concrete actions

  • +800 INTERSPORT stores
  • +750,000 reviews collected in 2025
  • 3 journeys measured
Objectives and results

As a network grows, the customer experience can drift from one store to the next: teams change, methods diverge, priorities move. INTERSPORT wanted friction to surface earlier, and shared reference points at every level.

01

Objectives

  • Make the store the first owner of the customer experience, with metrics that are simple, readable and shared.

  • Establish a common operating rhythm, so the whole network can act fast and consistently.

  • Structure regional support and circulate good practice.
02

Why WizVille?

WizVille was chosen to centralise customer feedback in a single platform, stop sources from scattering, and share a common language from one end of the organisation to the other. Teams work from the same metrics and the same definitions, with an immediate read at store, regional and national level — as useful for tracking as it is for day-to-day field management.

03

What was deployed

Automated post-purchase follow-ups on every channel, to capture as much feedback as possible. In store, the survey goes out by email and can also be triggered by QR code. In e-commerce, it is sent after delivery and backed up by a feedback button on the site. After a customer-service exchange, a request goes out once the case is closed. Google reviews are centralised and tracked in the same place.

Verbatim feedback is analysed to bring out the key themes and the satisfaction level attached to each, so recurring friction is identified quickly and tracked over time. Management is shared between store, region and national level — to resolve locally, support in the field, and align network priorities.

Day-to-day momentum rests on weekly routines and network-wide challenges that keep the pace up, sharpen responsiveness and move stores forward against shared targets that include digital.

Results

  1. 750,000 reviews collected in 2025

    Across all channels and the entire network.

  2. An average Google rating of 4.57 out of 5

    Up on 2024, with a large share of reviews above 4.5 out of 5 and overall volume up around 12% year on year.

  3. One in two store reviews carries a comment

    Those comments feed straight into the analysis of friction points and satisfaction drivers.

“

WizVille has become an everyday tool, for store managers and head-office teams alike. It lets us steer customer satisfaction as one, despite the diversity of our brands and IT systems.

Corinne Carle Corinne Carle Area Director — INTERSPORT
Project highlights

What was put in place

Personalised dashboards
Multi-journey surveys
Competitive benchmark
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About the customer

INTERSPORT

INTERSPORT is an international cooperative specialising in sporting goods retail, built on a model of independent entrepreneurs. In France, the brand has grown around a network of stores rooted in their local areas, complemented by an e-commerce business and related services, notably in mountain resorts. That cooperative history — grounded in local presence and store autonomy — is exactly why a shared approach to customer satisfaction matters: it aligns practice and guarantees a consistent experience at scale.

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  • A clear read on your network, location by location
  • The satisfaction drivers that weigh most on your sales
  • A feedback programme matched to your customer journeys

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